Customer Service Manager - FITNESS SF Polk

Job Description

Job Description

OUR STORY

FITNESS SF is a local, family-owned group of fitness clubs in the San Francisco Bay Area. Our locations include Marin, Oakland, SF Castro, SF Embarcadero, SF Fillmore, SF Mid Market, SF SOMA, SF Transbay, and SF Polk. After operating as a gym franchise for over 20 years, we realized that our employees and our community were becoming its own unique brand. In 2012, FITNESS SF was born. Knowing it would be a challenge to start out fresh, we focused on three core principles; a passionate staff, high-end facilities, and affordable pricing.

• 2017 IHRSA Community Service Award Winner
• 2018 SF Business Times Top 100 Corporate Philanthropists Award Winner

 

JOB DESCRIPTION

We are looking for an optimistic, creative, and enthusiastic Customer Service Manager to join the FITNESS SF Fillmore team. The basic function of the Customer Service Manager is to give FANTASTIC customer service. This is a full-time hourly position. The responsibility of a FITNESS SF Customer Service Manager falls into the following general categories:

• Quality Customer Service
• Member Sales & Goals
• Member Satisfaction
• Individual Performance
• Company Performance
• Sales & Commission Reporting

 

PRIMARY RESPONSIBILITIES

• Quality Customer Service
• • Providing outstanding service
  • Greet members and guests with a smile make eye contact
  • Introduce yourself to members and learn their names and use accordingly
  • Actively listen to members, properly handle requests and if needed, transition them to personnel that may be able to give them proper service
  • Answer all phone calls with the proper protocol

 

• Membership Sales & Goals
• • Must handle any membership inquiries that are referred by the Up System in the gym and must generate new membership sales.
  • Meet their own personal membership and personal training unit and revenue goals.
  • Properly use our current CRM software as directed. Check Company emails frequently, throughout the work day.
  • Handle all walk-ins and telephone inquiries, in accordance with the FITNESS SF standards and procedures then in effect; must book appointments and tours at all possible membership opportunities.
  • Conduct friendly, thorough presentations of the gym facility to prospective members following the FITNESS SF scripts, standards and procedures.
  • Use and implement any other new sales tools or digital platforms.
  • Adhere to all guidelines of the FITNESS SF Employee Handbook.

 

• Member Satisfaction
• • Evidence that members’ inquiries are addressed and appropriately handled. Any written and verbal comments by members including on Social Media platforms.
  • Level of member retention and referrals.

 

• Individual Performance
• • Meet or exceed individual monthly goals for units and gross sales revenue.
  • Minimum monthly production standards
  • Membership paperwork, digital agreements and reports including commission reports are clear, accurate, complete and problem free.
  • Teamwork and communication with other staff is productive and positive.
  • Proper attire and attitude.
  • 100% punctuality and proper use of the computer time clock.

 

• Company Performance
• • FITNESS SF membership goals are substantially and consistently reached.
• Sales and Commission Reporting
• • Daily Production Report - Assure that all memberships, personal training and collections are properly listed on the DPR report.
  • Source Tracking - Accurately record all sources of new leads that are logged in the CRM.
  • Commissions – Make sure all missing EFT information and signatures are collected for sales of the current Pay Period prior to the 16 th of the month and 1st of the following month.

 

QUALIFICATIONS

• Sales/Customer Service Experience (preferred but not required)
• Possess honesty and personal integrity
• Possess passion, ambition, drive, and knowledge regarding the fitness industry
• Excel in time management, organizational and follow-up skills
• Reliable, professional, computer literate, energetic, and friendly

 

ESSENTIAL PHYSICAL REQUIREMENTS

• Position duties require standing for long periods of time, squatting,reaching, walking, and reaching, and the ability to lift 45 lb weights

 

AS A FITNESS SF EMPLOYEE YOU WILL RECEIVE:

• Full Time, Hourly, Commission and Bonus
• Medical/Dental
• Vacation/Sick Pay
• Personal Training Sessions
• Gym Membership
• Discounts on FITNESS SF products and services

 

NOTE: This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements.

For more information regarding our career opportunities, please visit

\nCompany Description

FITNESS SF is the Bay Area’s favorite collection of locally-owned health clubs. Our locations include Marin, Oakland, SF Castro, SF Embarcadero, SF Fillmore, SF Mid Market, SF SOMA, SF Transbay, and SF Polk. We have a passionate staff, high-end facilities and equipment, and affordable pricing. Move more, eat well, stress less - this is FITNESS SF!

Company Description

FITNESS SF is the Bay Area’s favorite collection of locally-owned health clubs. Our locations include Marin, Oakland, SF Castro, SF Embarcadero, SF Fillmore, SF Mid Market, SF SOMA, SF Transbay, and SF Polk. We have a passionate staff, high-end facilities and equipment, and affordable pricing. Move more, eat well, stress less - this is FITNESS SF!